Data Breach Crisis - Case Study

Situation

A hard drive with hundreds of records containing personal and medical information of policy holders was stolen from a health insurance provider.

Task

Intrepid worked with the company to assess the situation and develop response in accordance with federal regulations.

Action

Developed internal and external response plans and messaging

Collaborated with legal counsel to draft communication materials

Prepared customer service representatives for response with policy holders

Trained key executives for media interviews

Assisted in executing internal and external communications

Result

The quick and thorough approach helped the insurance provider to respond to all key audiences in the most appropriate manner. This helped to maintain credibility while minimizing the impact of the situation. While the issue caused some disruption, it was not sustained and the company was able to maintain high favorability rankings in its annual policy holder survey.